ENGINEER TECHNICAL SUPPORT - L1

Job Description - Engineer Technical Support - L1

Job Title: Engineer Technical Support - L1

Job Summary

The Engineer Technical Support - L1 will provide first-level technical support to clients, ensuring the smooth operation of network systems. This role involves troubleshooting, diagnosing, and resolving technical issues related to networking and firewall systems.

Duties and Responsibilities

• Provide technical support for network-related issues, including routing and switching.
• Troubleshoot and resolve basic firewall issues, specifically with Palo Alto Firewalls.
• Assist in the configuration and management of static and dynamic routing protocols.
• Document and track support requests using the ticketing system.
• Collaborate with senior engineers to escalate complex issues as needed.

Qualifications And Requirements

• 0-1 years of experience in technical support or a related field.
• Knowledge of CCNA and CCNP concepts.
• Familiarity with firewall basics and Palo Alto Firewall.
• Understanding of static and dynamic routing, as well as routing protocols.
• Strong problem-solving skills and attention to detail.

Key Competencies

• Excellent communication skills, both verbal and written.
• Ability to work collaboratively in a team environment.
• Strong analytical and troubleshooting skills.
• Adaptability to new technologies and processes.

Performance Expectations

• Meet or exceed response and resolution time targets for support tickets.
• Maintain a high level of customer satisfaction through effective communication and support.
• Continuously improve technical knowledge and skills through training and self-study.

Salary and Benefits

The salary for this position will be competitive and commensurate with experience. Benefits include health insurance, paid time off, and opportunities for professional development.